Payer Support Specialist

Job Summary:

Payer Support Specialists will address support needs from end users / payers for our customers (billers.) In this role, you will use your passion for technology-fueled business solutions to provide our customers with a world-class experience. We are seeking entry-level, customer-focused individuals who are passionate about growing with our company. The role offers an opportunity to learn about the Bill Presentment and Payment space (EBPP) within the SaaS industry. Recent college graduates are encouraged to apply. .

Responsibilities:

• Answer phone calls and respond to tickets from payers
• Have a high-level understanding of how the InvoiceCloud platform works for billers. This allows the PSS to understand issues, describe them, and offer resolutions to Payers via phone or email.
• Be well versed on all Invoice Cloud products to be able to document or escalate issues to a biller.
• Leverage PSN’s Agent Connect Portal to facilitate payments.
• Have a high-level understanding of how the InvoiceCloud platform works for billers. This allows the PSS to understand issues, describe them, and offer resolutions to Payers via phone or email.
• Document or escalate issues to the Manager, when needed

Work Arrangement & Shift Details

• Work From Office (WFO): This role is based in the Hyderabad office
• Shift Timing: US Eastern Time business hours, which fall in the evening to night hours IST
• Candidates must be comfortable working night shifts on a regular basis
• Transportation: InvoiceCloud provides two-way transportation for employees working night shifts

Goals:

• First 30 Days
• Gain a complete understanding of the IC solutions
• Gain a complete understanding of the IC internal systems including the CRM, ITR’s, Helpdesk.
• Attend training, review all material provided and complete quizzes administered.
• Sit with the Payer Support team to shadow them and learn from experience how to handle calls and emails.

• First 60 days
  • Be aware of tax billing cycles as well as utilities to handle calls according to business’ natural spikes
  • Start solving tickets from Payers – sent via email
  • Start taking calls from Payer on the assigned schedule
  • Document all calls in the ticketing system
  • To have calls duration of 7 minutes (average) or less
• First 90 Days and Beyond
  • Resolve payer calls (at least 90%) without supervisor assistance
  • Solve all issues involving fees when amounts are <$500 without escalation
  • Solve at least 90% of the calls with one touch
  • Solve all tickets (closed) – average 6 hours
  • Maintain a monthly average of 6 business hours for ticket resolution
  • Maintain a monthly average for call duration equal or less than 6 minutes
  • Complete the Internal Certification Program

What We Seek:

• Excellent written and verbal English communication skills 

• Ability to learn and become well-versed with InvoiceCloud’s products and services 

• Customer centric, takes ownership, and results-driven

• Good interpersonal skills and attention to detail 

• Self-starter with a demonstrated ability to achieve results as part of a high-performing team, and ability to effectively prioritize and multi-task under deadlines. 

• Excellent time management, organizational and planning skills 

Education and Experience:

• Bachelor’s degree or equivalent experience

• Experience using standard MS Office tools 

• Salesforce (not required) 

Payment processing at a SAAS company (not required)